About GoCheap

Established in 2013, GoCheap is a brand providing smart mobility solutions that cater to all the transportation needs of users nationwide most conveniently and cost-effectively.

With a widespread team of drivers across the country and a professional service process, GoCheap has become one of the leading providers of premium driver rental services, ensuring safe and quick transportation by the hour, by the day, or on a customized basis, especially for customers who wish to get home safely after consuming alcohol.

In addition, the company has also developed other transportation services such as Noi Bai Airport Taxi, Shared Rides, Tourism Vehicles, and Corporate Contract Vehicles, suitable for a wide range of users from individuals and families to businesses.

For GoCheap, technology is the top priority as it is the core value of the product. Equipping a modern communication system is the company's top priority to provide a great customer experience and professionalize call center operations.

After consulting with Stringee's team of experts, GoCheap chose the StringeeX Call Center software for its customer service operations and the Stringee Call API for the voice call feature between drivers and customers. Let’s see how GoCheap has implemented these solutions.

Challenges Faced by the Company Before Using Stringee’s Solution 

Before adopting the StringeeX solution, GoCheap faced significant issues in managing the call center. One of the biggest challenges was the difficulty in distributing tasks to call center staff as calls could only be connected to a single phone.

There was no place to store information after a call ended, making it difficult to look up and verify call details and time-consuming to manually compile call reports.

Not only employees but managers also struggled to control calls between employees and customers due to the inability to store call recordings, track call duration, or measure the pick-up rate of each employee.

Additionally, as a platform connecting drivers and customers, GoCheap needed a solution that ensured security to prevent the disclosure of personal information between parties. This was also a tough technological challenge.

Positive Changes Brought by Stringee’s Solutions

GoCheap implemented both the StringeeX smart call center software and the Stringee Call API solution to thoroughly address the issues they were facing.

With StringeeX Call Center Software:

The StringeeX solution brought significant positive changes to GoCheap. One of the most important aspects was the ease of distributing tasks to call center staff, making the customer support process smoother and more efficient than ever.

Having a place to store all customer call data greatly aided GoCheap’s staff. The ticketing system not only saved time but also reduced the effort required to search for related information from various sources. Additionally, it minimized errors since all calls were recorded and could be replayed.

Finally, the flexibility to use various devices during work, from computers to phones and tablets, opened up many opportunities and conveniences for GoCheap’s employees, helping them work more effectively and maximize the use of technology to provide the best service to customers.

With Stringee Call API Solution:

First Application: For customers interested in GoCheap's services, the phone-to-phone feature allows consultants to connect directly with customers immediately after they leave information on the web form. This eliminates waiting time and ensures that customer requests are supported immediately.

Second Application: After a trip is successfully booked on the app, GoCheap applies the phone-to-phone feature of the Call API to directly connect the call to both the customer and the driver, enabling them to communicate. All exchanges between the two parties are recorded and stored to resolve any issues that may arise. After the trip ends, the driver-passenger pair's communication also ends. Customers calling the hotline will be connected to customer service staff again.

This solution ensures that neither party knows the other's number, ensuring security and preventing service fraud that could cause losses for the company.

Results Achieved Evidenced by Numbers:

• Employee productivity increased by 2 times compared to before
• Call waiting time was reduced
• Customer satisfaction with the customer service department increased by 60%
• 90% of employees provided positive feedback on the application, feeling satisfied and less stressed at work

Conclusion 

GoCheap's board of directors shared: "The StringeeX software has helped GoCheap streamline and effectively digitize its customer service process. Now, when there are multiple calls at the same time, our customer service team can handle them quickly and smoothly. As a result, GoCheap's customers have a more perfect experience, and our company's employees also feel more comfortable and efficient in their work."

With these positive results, GoCheap is very confident and will continue to choose StringeeX as its technology partner in the present and future.